Creative Support - The Houghtons

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

People were provided with appropriate, accurate and up-to-date information in formats that were tailored to their individual needs. There were systems in place to ensure people and their relatives were enabled to provide feedback about their care and support. The staff found ways to understand people who could not use words to communicate. These were personalised and helped people to express themselves. Staff also tried to find ways to communicate with people so that people understood them and could make informed choices.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, people had a communication passport that described how they preferred information to be presented and how best to communicate with them. We looked at 1 that detailed how the person was unable to communicate verbally and how staff should use gestures and objects of recognition to ensure effective communication. There were pictures and descriptions of the gestures in the communication passport that staff should use to communicate effectively with the person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, we saw various information available in picture formats. We saw other information that used photographs and a power point presentation of a personal profile for 1 person.

Records conformed that people’s communication needs were considered as part of their initial and ongoing assessment, and their care plans fully described the level of support required. For example, the best way for staff to present information and any communication tools they may need to communicate effectively.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People told us they were encouraged to give feedback about the service in a number of ways. For example, people had 1-1 meetings with a named key worker so that staff could monitor people’s wellbeing, celebrate their achievements and find out what was working well and what was not. There were regular reviews of people’s care and those in the persons circle of support were invited to give feedback for improvement. A relative told us, “I am regularly asked for my input about [family members] care. “

Staff told us that different ways had been used to regularly seek feedback from people, which took into account their individual communication methods. Easy read questionnaires were used, staff supported people with picture cards and other communication aides which enabled people to express themselves.

Records confirmed that annual satisfaction surveys were sent out to people, relatives and professionals who worked with the service. The results were analysed and used to drive improvements.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.